Have a question? Save some time. Check here for a possible answer.
Think you were charged in error? Did you make a crossing that didn’t post to your account?
- Fill out this dispute form: http://ift.tt/2lkvC5F.
- Return the toll dispute form by email, mail or in person at a customer service center. You’ll get a written response within 30 days.
- If you’re disputing a crossing that hasn’t posted, wait at least a week for the trip to post prior to filing a dispute. Include the date, approximate time of the trip, license plate number and transponder number when filing your dispute.
- A single dispute form can cover multiple transactions. You do not need to fill out a dispute form for individual crossings.
Don’t let your account reach a negative balance!
- You need to keep money in your account to pay for trips across tolled bridges. It’s not enough to just have a RiverLink account.
- If your RiverLink account reaches a negative balance, the next time you cross a tolled bridge, you’ll pay a higher rate and receive an invoice in the mail.
- Accounts with a negative balance will be locked until tolls owed are paid.
- If your account has a negative balance, trips taken will not count toward the frequent-user discount.
- The minimum balance of $20 for a personal account is likely not enough if you intend to use tolled bridges every day.
- Auto-replenishment is the best way to avoid a negative balance.
Why is my RiverLink account locked?
- Your prepaid RiverLink account will be locked if you cross a tolled bridge after your account has reached a negative balance.
- Your account will remain locked until you pay tolls owed.
- Contact a customer service representative by phone or in person to pay tolls owed and add money to your account.
- Auto-replenishment is the best way to avoid a negative balance and higher toll rates.
What is auto-replenishment, and how does it work?
- Auto-replenishment starts when you add a payment form (credit card, debit card or checking account) to your RiverLink prepaid account.
- When you reach a low balance, money is automatically added to your account from your chosen payment method to ensure you never reach a negative balance, and never pay a higher toll rate.
- You can set up auto-replenishment online, by phone or in person at a customer service center.
- To set up auto-replenishment online, log in to your account and click the Account Features tab and Edit Account.
- Be sure to complete the two-step process and check the box, authorizing auto-replenishment and click save at the bottom of the page.
- Auto-replenishment amounts can be managed online (log in, go to Payment tab and choose Manage Payment Methods), by phone or at a customer service center.
- Consider a replenishment level that matches expected monthly toll expenses.
I thought I set up auto-replenishment, but it’s not working.
- It’s easy to check if auto-replenishment is in place. Log in to your account and click the Account Features tab and Edit Account.
- Be sure to complete the two-step process and check the box, authorizing auto-replenishment and click save at the bottom of the page.
- If your credit card expires or is not valid, auto-replenishment will not work.
- It’s a good idea to add a secondary, back-up payment source in case the first payment method fails.
Why is more money being added to my account?
- If you’ve set up auto-replenishment, more money will be added to your account when you reach a low balance, one-third of your minimum balance.
- You control the level of replenishment, with a minimum of $20 for personal accounts.
- You can manage payment options online. Log in to your account, go to the Payment tab and choose Manage Payment Methods.
- You can also manage payment methods by calling or visiting a customer service center.
My account balance is low. How do I add more money to my account?
- You can add more money to your account online, by phone or in person at a customer service center.
- Log in to your account and click on the Payments tab and select Make a Payment.
- Low balance reminders are sent automatically. Request low-balance reminders by e-mail to help ensure timely reminders, and check your spam folder to make sure you’re not missing notifications.
- Notifications sent by mail may arrive after an account reaches a negative balance.
- Consider auto-replenishment to save time and avoid a negative balance.
I want to set up a RiverLink account, but the website indicates I already have an account.
- If you’ve crossed a tolled bridge, you’re in the system. That means your license plate is associated with crossings on tolled bridges.
- You have to pay tolls owed before you can set up your RiverLink prepaid account.
- Contact a customer service representative by phone on in person to reduce tolls owed and set up your RiverLink prepaid account.
- Tolls owed will be reduced to the lower, transponder rate (one-time only!) if you set up a prepaid RiverLink account.
How do I get my frequent-user discount?
- The frequent-user discount is automatic. 40 crossings (20 round trips) must post for the calendar month before the discount is received.
- The frequent-user discount is per transponder, not per account.
- The frequent-user discount is only for drivers in passenger vehicles with RiverLink personal accounts who maintain a positive balance.
- You must have enough money in your account to prepay all trips. For example, 40 trips at $2 per crossing = $80.
- Trips taken with a negative balance will not count toward your frequent-user discount. Consider signing up for auto-replenishment to always keep a positive balance.
- After 40 crossings are posted to the account, it can take a few days for the credit to post.
How can I tell how many crossings I’ve made?
- Log in to your RiverLink account and click on Account Features.
- Click on Transaction History.
- Use the Set Filters button at the bottom to filter trips by transponder or license plate. You can copy crossings into Microsoft Excel or other spreadsheets.
I should be a frequent-user, but not all of my crossings have posted to my account.
- Check to make sure your transponder is mounted correctly.
- Give crossings time to post. Some trips across tolled bridges will go to image review, even if you have a transponder. They can take several days to post.
- Don’t take additional trips because some crossings may not have posted to your account yet. Additional trips will result in additional tolls owed.
- If it’s been more than a week since you’ve made a crossing and it hasn’t posted, fill out this dispute form: http://ift.tt/2lkvC5F.
- Be sure to include the date, approximate time of the crossing, your license plate number, RiverLink account number and transponder number.
- Return the toll dispute form by email, mail or in person at a customer service center. You will get a written response within 30 days.
Why didn’t my crossing count toward my frequent-user discount?
- The frequent-user discount is only for drivers in passenger vehicles with RiverLink personal accounts who maintain a positive balance.
- Crossings made with a negative balance will not count toward the frequent-user discount. Consider auto-replenishment for your account.
- Only crossings in passenger vehicles count toward your frequent-user discount. Additional height on a 2-axle vehicle (accessories, ladders or cargo more than 7 ½ feet tall) or additional axles (pulling a boat or trailer) changes vehicle classification and those trips will not count toward the discount.
Why am I being charged $5 for a trip that usually costs me $2?
- If you have a transponder and a prepaid account, you’re paying the lowest rates based on your vehicle classification.
- Toll rates are based on vehicle height and number of axles.
- If you’re in a 2-axle vehicle that is over 7 ½ feet, you will be charged as a medium vehicle, $5 with a transponder.
- Vehicle accessories, ladders on top of a truck and cargo in a pickup are considered part of a vehicle.
- Crossing a bridge with additional axles, such as pulling a boat or trailer, will lead to higher toll rates.
Why can’t I see my license plate number on my account statement?
- If you have a valid transponder, that is how your trip is recorded by RiverLink.
- Your transponder number will be identified on each crossing.
When will I receive an invoice?
- Invoices are sent to vehicle owners without transponders and without prepaid accounts.
- You will receive an invoice if your account has a negative balance. Consider auto-replenishment.
- An invoice is sent to the address of the registered owner of the vehicle.
- Two one-way crossings in a passenger vehicle will trigger an invoice. Any additional trips for the next 15 days are collected, and the invoice is mailed to the owner of the vehicle.
- Additional crossings after the initial invoice, and multiple vehicles registered to the same address will be billed in separate invoices.
- Initial invoices for the RiverLink system may take longer than normal to receive.
I’ve received an invoice, now what do I do?
- Invoices can by paid online, by mail, by phone or in person at a RiverLink customer service center.
- The first RiverLink invoice includes only tolls owed.
- Pay the bill within 30 days to avoid additional fees.
- Consider opening a RiverLink prepaid account to pay the lowest toll rates.
I crossed a tolled bridge. Do I have to wait for an invoice to pay?
- No, but you do have to wait several days for the trip to post to the RiverLink system.
- You can call customer service after the trip has time to post, and supply your license plate number to pay tolls owed. You can also pay the toll at a customer service center.
- To pay online, you will need to wait to receive an invoice first.
- Consider opening a RiverLink prepaid account to pay the lowest toll rates.
Where’s my transponder?
- If you order a RiverLink local or RiverLink E-ZPass online or by phone, it will be mailed to you, free of charge.
- Expect to receive your transponder about two weeks after you have placed your order.
- If you have not received your transponder in a timely fashion, check with customer service by email or phone. Be sure to include your account number.
Where do I mount my transponder?
- The transponder goes on the inside of your windshield, as high and as central as possible, close to the rearview mirror, http://ift.tt/2kyxgwu.
- Avoid the black dots that may surround your rearview mirror. They can keep your transponder from being read accurately.
- Keep the transponder 3 inches away from metal framing.
How do I get a replacement transponder?
- You can request a replacement transponder online, by phone or at a customer service center.
- Log in to your account and click on the Transponder tab and Replace Transponder.
I bought a new car. What do I do?
- New vehicles can be added to your account online, by phone or in person at a customer service center.
- Log in to your account, click on the Vehicles tab and Add Vehicles.
- Add your temporary license plate number using the state where you expect to receive your permanent license plate.
- Expect to receive your transponder in about two weeks.
- Be sure to update your license plate information when you receive your permanent license plate.
I have a new license plate. What do I do?
- New license plates can be added to your account online, by phone or in person at a customer service center.
- Log in to your account, click on the Vehicles tab and Edit Vehicles to update your license plate information.
- You do not need a new transponder unless you get a new vehicle.
I sold my car. What do I do?
- When you sell your vehicle, remember to remove the transponder from the vehicle.
- Remove the sold vehicle from your account online, by phone or in person at a customer service center.
- Log in to your account, click on the Vehicles tab and Edit Vehicles to remove the sold vehicle from your account.
I crossed a tolled bridge in a rental car. What do I do?
- If you are in a rental car, you should contact your rental car agency for terms and conditions of payment.
- These transactions are often sent to the rental car company’s E-ZPass account, and must be paid through the rental car company.
- These transactions are not available for payment by RiverLink.
Still need us? Contact RiverLink customer service.
- By email: inquiry@riverlink.com. Expect a response in 3-5 days.
- By phone: 1-855-RIV-LINK (748-5465). Call volumes are high.
- Avoid long hold times:
- Call early in the day and/or use the callback option.
- The callback option is offered until 3 p.m., Monday-Friday.
- Expect a return call later in the day, or early the following day.
- If you miss the call from RiverLink, be sure to call back to be added to the queue again.
- In person at a customer service center:
- 103 Quartermaster Station, Jeffersonville, IN (near City Hall)
- 400 E. Main, Louisville, KY (across from Slugger Field, with free curbside parking)
- Customer service centers and phone lines are open 7 a.m. – 7 p.m. Monday – Friday.
- Customer service centers and phone lines are open 8 a.m. – 2 p.m. Saturday.
via East End Crossing http://ift.tt/2kyq7fI http://ift.tt/2lkbC3d
